City ombudsman finds solution to unexplained spikes on water bills

The city’s ombudsman has found a simple solution for residents who find their water bills have spiked for no reason.

In a report released Wednesday morning, Fiona Crean said Toronto’s billing system generally works well, but restrictions in the Toronto Municipal Code have prevented some homeowners from recourse to “sudden, baffling increases in consumption.”

“When serious billing problems do occur, they become impossible to solve,” Crean said.

In her investigation — whose findings are published in Water Works: An Investigation into Water Billing, Metering and Customer Service — Crean learned the city can only give refunds when it makes a mistake or a water meter is defective.

She said she got a “steady stream” of complaints, including one from a senior who owed $1,292.38 on her March 2011 bill, much higher than the usual $180-$250 range. Furthermore, during the time in question, the woman spent most of her time visiting her dying husband in hospital.

For one of her seven recommendations, Crean suggested changing the municipal code to give staff the authority to adjust water bills when there is an unexplained increase in water usage.

City manager Joe Pennachetti has agreed to implement all of the ombudsman’s recommendations.

Last October, Crean released a scathing review that found more than 90 per cent of residents’ claims over damage caused by potholes, sewer or water backups and falling tree limbs had been automatically rejected. She also found city staff lied about investigations being done.

Crean’s other investigations include the city’s decision to ban a man from all parks and recreation centres and the Toronto Community Housing Corporation’s plan to evict a tenant.

Click here to view the full report.

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